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Missing Patient

Last Updated: Aug 02, 2017 11:19AM EDT
Can you hear your patient but can't see them? This may occur due to an issue in the browser you are using. Close your case, browser, and restart your computer. If you are unable to see the patient after you restart, try using a different browser to see if you are able to see the patient in that browser.
  Make sure the browser you are using meets the our system requirements.
  If the issue still exists, please click on submit a support ticket for additional assistance.

Additional troubleshooting options

Google Chrome Browser
If you're using Google Chrome, this can be caused by a issue with an extension in your browser. Complete these steps to correct the issue and restore your patient to viewable status.


  1. Login to your Chrome account
  2. Go to the 3 vertical dots in the top right corner
  3. In the dropdown select “More Tools”
  4. Select “Extensions”
  5. Look for the extension “High Contrast” and uncheck the box next to “Enable”
  6. Go back to your case and refresh your screen to see your patient.
If you are not using Chrome and are experiencing this issue or if the steps above does not restore your patient, please contact us.


Need more help?

We are investigating an issue with searching history questions. If you are unable to locate the question you are looking to ask your patient, please use the Category Folder.

Internet Explorer will no longer work and please use another browser such as Google Chrome.

    Submit a support case.

    Help Desk Hours

    Monday - Thursday 24 hours
    Friday Closes at 5pm PT
    Saturday 8am-5pm PT
    Sunday 8am-5pm PT
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